Transformation Associate

4 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates ParamInfo Full time
Roles and responsibilities
  • Digital TransformationStrategy
  • Strategic Vision: Ability to developand communicate a clear digital transformation strategy that alignswith the organization's businessobjectives.
  • Roadmap Development: Expertise increating and implementing a digital transformation roadmap,identifying key milestones, priorities, and timelines fortransitioning to e-services.
  • Change Management:Knowledge of change management processes to guide organizationsthrough the cultural, operational, and technological shifts thatcome with e-servicetransformation.
  • Understanding of E-serviceTechnologies
  • Cloud Computing: Knowledge ofcloud platforms (AWS, Microsoft Azure, Google Cloud) and how theyenable the delivery of scalable, flexible, and cost-effectivee-services.
  • Digital Platforms & Tools:Familiarity with tools such as customer relationship management(CRM) systems, service management platforms, self-service portals,and chatbots that are used in deliveringe-services.
  • Automation & AI: Experiencein integrating automation technologies (RPA, workflow automation)and artificial intelligence (AI) (e.g., chatbots, predictiveanalytics) into service delivery to enhance efficiency and reducehuman intervention.
  • Customer Experience (CX)Design
  • Customer Journey Mapping: Ability todesign and map end-to-end digital customer journeys, identifyingkey touchpoints for e-service delivery and areas forimprovement.
  • User-Centric Design: Expertise inuser experience (UX) design to ensure digital interfaces areintuitive, accessible, and deliver a seamless customer experienceacross web and mobile platforms.
  • Omni-channelStrategy: Developing strategies to ensure a consistent customerexperience across all channels, including web, mobile apps, socialmedia, and chatbots.
  • E-service Implementation& Integration
  • Service Delivery Models:Expertise in various e-service delivery models such as SaaS, PaaS,and cloud-based applications, ensuring that these services meet theorganization's operationalneeds.
  • System Integration: Proficiency inintegrating e-services with existing systems, such as CRM, ERP, andbusiness intelligence tools, ensuring seamless workflows and dataexchange across platforms.
  • API Management:Knowledge of API technologies to enable the integration ofe-services with external applications andplatforms.
  • Process Optimization &Workflow Automation
  • Business ProcessRe-engineering (BPR): Ability to evaluate and redesign businessprocesses to be more efficient and effective in a digitalenvironment.
  • Workflow Automation: Expertise inimplementing workflow automation solutions, reducing manual tasksand improving service delivery time.
  • RoboticProcess Automation (RPA): Familiarity with RPA tools (e.g., UiPath,Automation Anywhere) to automate repetitive tasks within e-servicesand streamline operations.
  • Data Management& Analytics
  • Data Integration &Quality: Knowledge of how to integrate and manage big data andstructured/unstructured data across different systems andplatforms, ensuring accurate and accessibledata.
  • Data Analytics & Reporting:Expertise in using data analytics tools (e.g., Power BI, Tableau)to derive actionable insights from e-service usage data, helpingoptimize services and make data-drivendecisions.
  • Personalization: Ability to leveragecustomer data and behavior analytics todeliver
  • personalized e-services, enhancingcustomer satisfaction andengagement.
  • Cybersecurity & DataPrivacy
  • Security Protocols: Knowledge ofcybersecurity best practices for e-services, ensuring that alldigital services are secure from breaches andcyberattacks.
  • Data Privacy Compliance:Familiarity with regulatory compliance (e.g., GDPR, CCPA) and theimplementation of data protection measures to ensure thate-services meet legal and ethicalstandards.
  • Identity Management: Experience inidentity and access management (IAM), ensuring secure userauthentication and authorization across digitalservices.
  • Project Management &Execution
  • Project Planning: Strong projectmanagement skills, with the ability to define scope, set timelines,allocate resources, and ensure on-time delivery of e-servicetransformation projects.
Desired candidate profile
  • Vendor Management:Experience in selecting and managing third-party vendors andconsultants for e-service solutions, ensuring that services alignwith organizational goals andtimelines.
  • Business & FinancialAcumen
  • Cost-Benefit Analysis: Ability toconduct financial assessments of e-service solutions, ensuring thatthe investment in digital transformation delivers a strong returnon investment (ROI).
  • Budget Management:Knowledge of budgeting for e-service projects, optimizing costswhile ensuring the successful implementation of digitalsolutions.
  • Business Case Development: Abilityto build a business case for e-service transformation initiatives,demonstrating the strategic, operational, and financial benefits ofdigital service delivery.
  • Innovation &Trends in Digital Services
  • EmergingTechnologies: Knowledge of emerging trends in digitaltransformation, such as
  • blockchain, 5G, IoT,and VR/AR, and how they can be integrated intoe-services.
  • Innovative Service Models:Expertise in designing innovative e-service models to meet evolvingcustomer expectations, such as subscription-based services oron-demand digital services.
  • Future-proofing:Ability to identify future technology trends and scalable solutionsthat ensure e-services can evolve and meet long-term customer andbusiness needs.
  • Stakeholder Management& Collaboration
  • Cross-FunctionalCollaboration: Ability to work with diverse teams, including IT,marketing, customer service, and operations, to ensure thesuccessful design and delivery ofe-services.
  • Stakeholder Engagement: Strongcommunication skills to engage with internal stakeholders (e.g.,senior leadership, business units) and external stakeholders (e.g.,customers, partners, vendors) in the planning and execution ofdigital transformation initiatives.
  • UserTraining & Support: Expertise in developing trainingprograms for employees and end- users, ensuring they are equippedto effectively use the new e-services andsystems.
  • Performance Monitoring &Continuous Improvement
  • Key PerformanceIndicators (KPIs): Ability to define and track KPIs to measure thesuccess of e-services, focusing on factors like customersatisfaction, operational efficiency, and serviceuptime.
  • Continuous Improvement: Knowledge ofcontinuous improvement frameworks such as Kaizen to refine andenhance e-services over time, ensuring they stay aligned withevolving customer needs and business goals.

Tools &Technologies

  • DigitalTransformation Platforms: Microsoft Power Platform, ServiceNow,Salesforce.
  • Cloud Services: Microsoft Azure,AWS, Google Cloud.
  • Automation Tools: MicrosoftPower Platform, UiPath, Automation Anywhere, BluePrism.
  • Customer Service Tools: ServiceNow,Ivanti, Zendesk, Freshdesk, LiveChat.
  • DataAnalytics & Reporting: Tableau, Power BI, GoogleAnalytics.
  • Security & Privacy Tools:F5, Palo Alto Networks, McAfee.
Key Skills
Digital,Customer Transactions,Good Communication
Employment Type : Full-time
Department / Functional Area: DigitalTransformation
Experience: years
Gender: Male
Vacancy: 1

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